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This was another delay in finding out what is wrong

Posted By Spider6

"This was another delay in finding out what is wrong"

About: Outpatients Centre / Orthotics Department

(as a service user),

I went to a back pain information session today as it was made quite clear in the letter that if I didn’t attend I would be taken off the waiting list. The session was just a PowerPoint presentation given by a physiotherapist. So far I reported my back problem to my doctor who referred me to orthopaedic department. They said they were removing me from the list as I needed to be seen by physiotherapist. An appointment was made but the physiotherapist was unable to do anything for me and said they would refer me back to be put on the list.

The latest delay in getting anything done is this information session which didn’t tell me anything new. I was told at the end of the session I would be put on the list. To my mind this is just delay tactics to make the waiting list look better than it really is.

With regard to the letter that was sent to me it was sent with no indication of where it was sent from or who sent it as there was no name or signature on it. I thought the tone of the letter came over as threatening I. e. if you don’t go we won’t treat you.   I came home frustrated for the waste of two hours and annoyed that this was another delay in finding out what is wrong with my back.

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Responses

Response from Amanda Crawford, Patient Relations Lead, Patient Relations, NHS Forth Valley 6 years ago
Amanda Crawford
Patient Relations Lead, Patient Relations,
NHS Forth Valley

Head of Complaints

Submitted on 27/12/2017 at 08:22
Published on Care Opinion at 16:09

Dear Spider6

Thank you for your comments above, I am sorry to learn of your experience. I have shared your comments with the Lead Extended Scope Practitioner Forth Valley Back Pain Service who would like to explain physiotherapy assessment and treatment is an important part of the back pain pathway and very much fits with national guidelines. The back pain service is integrative working closely with physiotherapy, orthopaedics and neurosurgery allowing people with back related problems to be seen by the right clinician at the right time. We do have a waiting list and the Information Session offers self management support while patients are waiting for a clinic appointment. It covers topics such as medication advice, scans, surgery, chronic pain and treatment options as well as access to exercise.

The invitation letter sent out asking patients to book for an Information Session clearly states attending the session is the first important part of their care within the orthopaedic back pain service. A first letter is sent out asking people to book. A second letter is sent out two weeks later if there has been no response and this letter states that if there is no response after a further two weeks they will be discharged.

We appreciate that waiting for an appointment is not ideal and it is our aim is to make sure that people with back related problems in Forth Valley have the best care we can offer.

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